Write a polite adjustment letter to secure the customer’s goodwill and future business.

July 25, 2023July 25, 2023 Discipline: Business and Management

Instructions

Please Read the Following:
As assistant to Scott Hogarth, Regional General Manager at Protocol Car Rentals, you read the shockingly irate complaint letter addressed to your boss.
Pamela Eyring, Sales Manager for Nambe Engineering Solutions, Inc., in Santa Fe, New Mexico, has angrily detailed her tribulations with your company’s Santa Fe Airport branch. She now wants the remainder of the refund. Ms. Eyring has no confidence in the Santa Fe branch and is asking your boss to intervene on her behalf and reverse the remaining $60 charge. Mr. Hogarth asks you to investigate what has gone so terribly wrong at the Santa Fe Airport location.
You learn that the branch is an independent franchisee, which may explain such a laxness in customer service that is unacceptable under corporate rules. In addition, you find out that the branch manager, Dennis Garcia, was traveling on company business during Ms. Eyring’s rental period and then left town to attend two management training seminars. Mr. Hogarth is concerned that Protocol Car might lose this disappointed customer and decides to offer 20% discount vouchers for the engineering company’s next three rentals, valid at any U.S. branch.
He wants you to draft the letter and enclose the discount vouchers.

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